Digital Support Specialist

IH Mississippi Valley Credit Union • Moline, IL

8d • Onsite

About The Position

Join our team as a Digital Support Specialist at IHMVCU! We're committed to creating a collaborative and supportive workplace where everyone has the opportunity to succeed. If you enjoy solving complex problems, working across teams, and helping shape how digital solutions are supported and improved, this role offers meaningful work and room to grow. This role is located at our beautiful headquarters on River Drive in Moline, IL. This facility includes a comfortable office environment with an on-site gym facility. Summary of the Position: As a Digital Support Specialist, you will play a key role in supporting and improving a wide range of digital products and services used by our members and teams. These include online and mobile banking, phone systems, digital account opening, chat and texting platforms, loan payment systems, and other enterprise digital tools. You will work closely with Product Owners, internal business partners, and external vendors to keep our digital environment running smoothly. You will create and maintain product documentation across the organization to ensure support of our digital products and services. You will help prioritize support work, contribute to backlog execution and software releases, and use data and analysis to guide product support decisions. Success in this role comes from staying connected to member and user needs, identifying root causes of issues, and helping shape both short-term solutions and long-term product direction.

Requirements

• Bachelor's degree in Business or a related field, or equivalent experience
• Three (3) years of experience in a Financial Institution or Financial Technology environment
• One to three (1-3) years of experience in product support, IT support, digital support, business analysis, or a similar role
• Experience working with cross-functional teams, leadership, and external vendors
• Strong analytical, communication, and problem-solving skills

Nice To Haves

• Experience supporting enterprise digital products or SaaS platforms preferred

Responsibilities

• Support digital products and services as a Tier 2 and/or Tier 3 escalation point, resolving issues and coordinating with vendors as needed.
• Manage vendor support tickets and serve as the bridge between vendors and internal teams.
• Identify trends, perform root cause analysis, and recommend improvements to products and support processes.
• Partner with Product Owners and department leaders on release planning, testing, and execution.
• Help organize and execute the product support backlog and contribute to product roadmap development.
• Create and maintain clear, useful product support documentation.
• Act as the internal expert on how digital products function end to end.
• Build strong, long-term relationships with vendors and internal partners to ensure reliable and responsive support.

Benefits

• Outstanding training; We are committed to learning new skills and growing personally & professionally
• Competitive compensation
• 401(k) with company match and profit sharing
• Paid time off with paid holidays
• Life Insurance
• Paid Community Volunteering
• Education reimbursement
• Fitness reimbursement
• Health insurance including dental and vision
• Flexible Spending Accounts & Health Savings Accounts
• Employee Assistance Program (EAP)
• Access to fitness center

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees